DEFINITION

To oversee, plan and coordinate the City's local-area data communications network and telecommunications systems; assist in the design and implementation of the City's wide-area network; supervise the work of technicians in assigned operational areas; to provide support and recommendations to the Director of Administrative Services or his/her designee regarding the management of information systems; and perform other duties as required.

DISTINGUISHING CHARACTERISTICS

The Information Systems Operations Manager is responsible for the full range of activities related to the City's computer systems including its hardware, software, and telecommunications components, programming, data recovery, error correction, and training.  The incumbent is expected to work independently in the accomplishment of duties and keep current on technological changes.  The incumbent is on-call 24-hours a day for emergencies.

SUPERVISION RECEIVED/EXERCISED

General direction is provided by the Director of Administrative Services or his/her designee.  Supervisory responsibilities entail direction over Information System Technicians.

ESSENTIAL DUTIES

• Oversees and maintains telephone network services and infrastructure.
• Responds to user issues.
• Installs, diagnoses, and troubleshoots basic problems with network equipment connections, and computers; including workstations, servers, printers, modems, and peripheral equipment.
• Assists with large equipment deployments and returning of leased equipment.
• Works with consultants, vendors, and system experts from all City Departments.
• Creates and manages user and e-mail accounts, performs backups, and maintains documentation.
• Assigns security levels and passwords.
• Oversees and advises on the necessity for, and the availability of, hardware upgrades and software patches, including the effects of such upgrades and changes.
• Tracks and plans all computer and network equipment leases.
• Annually reviews and negotiates vendor support contracts including all software systems they provide.
• Assures that all software is properly licensed. Reviews annual Microsoft contract.
• Interacts with other Federal, State, County and City government agencies and associations as required.
• Provides 24/7 technical support to Public Safety 911 dispatch center (including Voiceprint, Zetron, and other CAD interfaces).
• Annually reviews and forecasts City's outsourcing needs.
• Researches and recommends products, vendors, equipment, systems and policies. Oversees and assists in the development and implementation of information systems standards, specifications and procedures.
• Writes justification reports and documentation for new or modified software and hardware.
• Develops overall short-term and long-term forecasting and strategy for meeting the City's Information System and Technology needs.
• Oversees and maintains Help Desk and inventory records; records and tracks problems and follows up with technicians, interns and end users to ensure problem resolution.
• Evaluates network capacity; determines feasibility of expanding or enhancing the City's network infrastructure.
• Develops and gathers necessary input and approvals from departments for implementing policies regarding the appropriate use of City-owned PC's, software standards, privacy and other issues surrounding electronic mail, and hardware standards; tracks, identifies and corrects problems involving hardware components and improper use and configuration of software and hardware.
• Authorizes and oversees all purchases for equipment that is used with the computer, wireless and telephone networks.
• Supervises, reviews and coordinates work done by interns and technicians. Reviews job performance and provides feedback for improvement.
• May be assigned as a Disaster Service Worker in a disaster or emergency.

QUALIFICATIONS

Experience/Education:

Sufficient experience and education to successfully perform the duties of the Information Systems Operations Manager.  A typical way of obtaining the required qualifications is to possess the equivalent of a Bachelor's degree in Computer Science, Information Systems Management or a related field and three years of increasingly responsible experience programming and providing technical support in a multi-platform computer environment.

License/Certificate:

Possession of a Class C California driver's license by date of appointment.

Knowledge of:

• Principles and techniques of microcomputer hardware and software installation.
• Troubleshooting and maintenance techniques;
• Operating principles, methods, practices, options, and limitations of a wide range of computer networking hardware. (routers, switches, etc.)
• Uses and limitations of a wide variety of software applications, including spreadsheets, word processing, presentation graphics, desktop publishing, and e-mail calendar applications.
• Current microcomputer operating systems.
• Basic local and wide area network systems (including topologies and protocols; including IP, and SMTP).
• Basic knowledge of port traffic.
• Research techniques, resources, methods and procedures.
• Cabling practices and techniques.
• Recordkeeping practices and principles.
• Principles of project management.
• Networking infrastructures involving radio, telephone, wireless, cellular and data.

Skill to:

• Supervise technical system operations and staff.
• Prepare budgets.
• Manage and operate a server farm.

Ability to:

• Follow and direct others to follow safe work practices.
• Communicate clearly and concisely, orally and in writing.
• Establish and maintain cooperative working relationships.
• Select, supervise, train, and evaluate the work of others.
• Forecast cost and plan expenditures.
• Plan work flow.
• Learn and utilize new technology.

Working Conditions:

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities.  The position also requires grasping, repetitive hand movement, and fine coordination in the use of a computer key board.  Additionally, the position requires near, far, and color vision in reading, working on computers and related equipment, and using the computer.  Hearing is required when providing phone and face-to-face service to department personnel.  The need to lift, drag, and push computers and related equipment and computer reports weighing up to and in excess of 25 pounds also is required.  While working with computers and related equipment the incumbent may be exposed to electrical and mechanical hazards and heavy dust.  Working in and around the computer room, loud background noise may exist.

FLSA:                      Exempt

Employee Unit:       Rohnert Park Employees' Association (RPEA)

Approved By:          City Council

Date Approved:      September 8, 2008